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23 March 2010 - London & South East
How to Set Up and Manage Client Feedback Programmes

Gill Davies, Research Director, Acuigen

Venue

Berwin Leighton Paisner, Adelaide House London Bridge, London, EC4R 9HA
12pm start for 12.30pm until approx 2pm
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An introductory session targeted at those who wish to gain a practical understanding of the various approaches to gathering client feedback; what is involved in setting up; how to design; how to successfully implement within the firm and most importantly how to deliver demonstrable ROI.

  

This seminar will cover:

 ·         Which approach to choose?

 

 -        Qualitative vs. quantitative? 

 

-        Internal or external fulfilment

 

-        Which clients to include and how to select?

 

-        What to ask?

·         Successful implementation - pitfalls to be avoided and tips to maximise success

·         Managing for success

 

-        What does the feedback actually mean - analysis and interpretation?

 

-        Leveraging client specific and firm wide learning

 

-        Securing and retaining client and partner engagement

 

 -        Delivering ROI

 

The session will incorporate practical examples drawn from a number of case studies to demonstrate what works well and things which will compromise the value the programme delivers thus must be avoided.

 

 

It will be delivered by Gill Davies, Research Director at Acuigen, who has extensive experience of designing and delivering client feedback programmes both within and beyond the professional services sector. She places significant store on ensuring every programme delivers demonstrable value to justify the investment involved, a view nurtured during her tenure at ACNielsen as Marketing Director.

 

 

Whilst there, she implemented an multinational programme which spawned a change of strategic direction and led to significant uplifts in client satisfaction as well as double digit top and bottom  line growth. At Acuigen, she now works with her clients within the professional services, public and commercial sectors to achieve similar impact.

 

Cost: Members £45.00 + VAT  Non Members £75.00 + VAT  

 

To register for this event please email admin@psmg.co.uk or call 0845 619 9886